I wrote to the Jollibee link, which they response quick, but realized now Jollibee has implemented…read morea system (via Qualtrics) that uses AI-driven analytics to process customer feedback from surveys, comments, and reviews.
This AI helps:
Sort and analyze complaints
Detect patterns (e.g., common issues)
Speed up resolution times (reportedly improved by 50%+)
So AI is helping internally, not necessarily talking to you directly.
I am writing to formally document the issues we experienced during our visit to the Jollibee Ajax location.
Our order came out to be like 164.94$ after taxes. We came to pick up the food and get on the road. I wanted to eat there so that the food would be fresh and hot. The only good thing that was hot was the chicken.
The Angus burger was served cold and dry. We also ordered 24 pieces of Jolly Chicken -- 12 regular and 12 spicy --, but the buckets were not labelled or distinguished in any way. When I approached a staff member to ask which buckets were spicy, she initially pointed to a toothpick that was not there. I had to insist before she checked the receipt, consulted the manager, and corrected the order. Additionally, fries were missing from one of the combos.
The manager, who was responsible for dispatching and packing the order, never acknowledged the mistake or offered an apology. Neither did any other staff member.
That was not the reaction a manager should be having. They should be taking care of it themselves and apologizing for the error on their part.
The thing that really makes me feel like we are not guests at the location is that we are just a number with $$$ on top of our heads. We were ready to take the order and go. If we did, there would be a lot more upset people who gave money to taste the food. We would have turned back to drive all the ways there. For sure, there will definitely be a huge complaint.
Surprisingly, there were no apologies from the staff either.
Funny thing is, I was doing a review of the food and service. It probably won't be that great due to the circumstances. I told myself not to post anything, maybe he can do a review another time after we speak to them. I guess not.
During our wait for our food, a white Caucasian man said I do not usually do this and it's my first time here, but my burger inside was cold. I'm sure your manager on duty can recall this complaint.
How can we ensure that this situation does not happen to anyone else, and what steps will you take to make things right? It has now been 12 days without any response or communication from the store. This is incredibly disappointing. Even with advanced technologies like AI, they still do not reach out to their customers after 12 days and counting. They should take an example from McDonald's, which is known for effectively addressing customer complaints.